WPOwl guarantees that the network will be available for 100% of the time in any given month. If it takes us more than 30 minutes to resolve any network issue from the time the trouble ticket is opened, WPOwl will credit 5% of the monthly usage fee for each additional 30 minutes of downtime (up to 100% of customer’s monthly usage fee for the specific Managed WordPress Hosting website(s) affected). Network uptime includes functioning of all network infrastructures such as routers, switches, and cabling, but does not include software and services running on your Managed WordPress Hosting server node. Network downtime exists when your Website's server node is unable to transmit and receive data and WPOwl records such failure on our system. Network downtime is measured from the time you report the issue to us.

100% Server Node Uptime SLA.

WPOwl guarantees all hardware components that power your Managed WordPress Hosting server node, and will replace any failed components at no cost to you. Once WPOwl determine the cause of the problem, hardware replacement begins. If it takes us more than one hour from the time the cause is identified to replace the faulty hardware, WPOwl will credit 5% of the monthly usage fee per additional hour of downtime (up to 100% of your monthly usage fee for the specific Managed WordPress Hosting website affected).

100% Supporting Infrastructure Uptime SLA.

WPOwl guarantees all critical infrastructure components, including power supplied to your Managed WordPress Hosting server node(s), will be available 100% of the time in a given month. If it takes us more than 30 minutes to resolve the infrastructure issue from the time the issue is reported, WPOwl will credit 5% of the monthly usage fee per additional 30 minutes of downtime (up to 100% of your monthly usage fee for the specific website(s) affected). Critical infrastructure includes functioning of all power, HVAC, and cabling. Infrastructure downtime exists when your Managed WordPress Hosting server node is shut down due to power or cooling issues and is measured from the time an issue is reported to us.

SLA Exemptions.

- SLA credits will not be issued if the downtime has been caused by scheduled maintenance or if a customer is in breach of any WPOwl service agreements.

- Events of force majeure, including acts of war, god, earthquake, flood, embargo, riot, sabotage, labor disputes, government act, or failure of the Internet are exempt from the Service Level Agreement.

- Downtime that resulted from modifications or changes of the operating system, database, application code, or other customer code not provided by WPOwl will be exempt from the Service Level Agreement.

SLA Claim Details.

To receive an SLA credit, you must email support@wpowl.co.uk within thirty (30) days of the incident. In the email, please provide details of how your WPOwl Managed WordPress hosting was negatively impacted.This Service Level Agreement is your sole and exclusive remedy in the event that the WPOwl Managed WordPress Hosting platform is unavailable. The maximum total credit for the monthly billing period shall not exceed 100% of your monthly usage fee for the specific WPOwl service affected during said billing period. This Service Level Guarantee is part of your agreement with WPOwl, along with the WPOwl Terms of Service, the Acceptable Use Policy, and therefore is subject to the terms and conditions stated therein.Due to the WPOwl billing cycle, WPOwl have 60 days to issue any due credit from the date of incident.

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